Arch Vacations

Outstanding follow thru! Arch Vacations really provided outstanding customer service From the day we purchased to the week we returned home, they checked on us Before we traveled they called to follow up to ensure we had everything we needed Once we got home they called to ensure the vacation was perfect, which it was! We celebrated our 50th Anniversary on a cruise and we would definitely recommend them to our friends and family Nice to see some companies still provide customer service to their customers

I did not cancel this cruise and was not notified of the cancellation until I found out from the cruise lineI also do not see where the chargeback on the credit card was made, which is why I am pursuing the claimIf the $was removed, that only accounts for a portion of theaclaimWho becomes responsible for a refund? I have not sent anything to the cruise line at this time because I feel that because ARCH didn't make a final payment $they should be responsible for the reimbursement

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.You told me on Friday that you would call me todayI did not receive a call today from you concerning our conversation on Friday [redacted] has told me on two occasions now that the cruise booking would be paid in full within a week, we are way over that time limit, and your own multiple promises of time limits since early April of overnight mail payment lost, cancelled, and resentAppeasement does not work if you do not produce the results as promised, as it moves from a communication problem to a more serious breach of trustworthinessConcerns I stated on Friday were:No full payment on the cruise booking as promised multiple times on a weekly basis since April 16, 2015,when my booking was cancelled due to nonpayment in full of my cruise booking on [redacted] ***, IncNo alpha numeric confirmation code for either hotel reservation you sent to me for the first time last Tuesday, May 26, I only had a receipt for the $room tax prior to receiving the two hotel reservation confirmations by E-mail on May 26, No alpha numeric confirmation code, company name, or contact phone number for either transfers, just a receipt of two payments for $and $via the company you used to do the credit card payment processingNo statement as to when the cruise booking will be paid in full, just promises of "I will talk with our accounting department to get it resolved." I have asked for the booking to be immediately paid for already, but no acknowledgement was provided for that request either I still have not been told what happened to the $AUD onboard credit I had when the cruise was first booked? Before the cruise booking was cancelled, I had $AUD credit on my onboard account, now it has dropped to $AUD which is my military benefit from [redacted] *** As of tonight, I still cannot print my boarding passes or luggage tags because the [redacted] website states that my cruise booking is still not paid in full As a VTC, you received $7,cash via my credit card on February 28, Plusin November 2014, you received the $downpayment for the Discovery Package, and an additional $a month for four months for a total of $for the hotel and the cruise Discovery Package, in addition to the $7,cash for the cruise upgrade costs, and that was beyond the $2,directly charged to my credit card for downpayment directly to [redacted] ***, Inc on March 1, As of today, I have paid Arch Vacations, Inca total of $11,for two hotel reservations and one cruise package, including room taxes and port fees.I am now at days before sailing, days prior to my flight, and days of promises to resolve the full payment of my cruise bookingPlease respond to my concerns by phone, E-mail, payment of booking, and giving of alpha numeric confirmation codes for hotel reservations, transportation transfers.Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowJune 23rd - Upon receiving this e-mail, I called [redacted] at ###-###-#### ext [redacted] as per his written requestGot voice mail and left a message that I would call the next day June 24th - Called [redacted] *** again left a voice mail requesting a call backJune 25th - Received a call from [redacted] and discussed our concernsHe advised that the tapes would be pulled and we would receive a call backJune 29th - Received a call from [redacted] concerning our concernsShe advised that their conditions could have been explained betterShe offered us a better deal on the extra for the air fare but we again stated our concerns for the extra costShe advised that she would look at the numbers and get back to us on Wed July 1st at 6:pm eastern timeJuly 1st - As of 7:pm eastern time, no call or e-mail received from [redacted] or ARCH VacationsCalled ARCH Vacation at their Customer Cr ***- [redacted] ext [redacted] left a voice mail for [redacted] expressing our displeasure July 1st - At 8:pm eastern time, received a call from [redacted] apologizing for ARCH not getting back to usI advised that it was not good business sense to make an appointments and then not keep themNo calls or e-mails cancelling or rearranging the appointmentFurther apologizes and I was put on hold while she attempted to contact [redacted] As [redacted] wasn't available, Britany set up a contact for Tues July 7th between & pm eastern timeI requested an e-mail as confirmation of the Tuesday July 7th appointment as well as another e-mail should they have to cancel or change the appointment Regards, [redacted]

In response to the complaint attached received on June 16, we are filing this responseMr [redacted] purchased from Arch Vacations, Incon May 1, a bundled vacation for a cruise, round trip ,air from selected gateway cities and hotel.On February 13, an Arch Vacations, Inc booking agent called the ***s and other couples to discuss their cruise selectionThe ***'s informed Arch Vacations, Incthat the Travel Concierge who sold them the vacation collection promised a balconyOn February 19, the ***'s contacted Arch Vacations, Incto finalize the cruise bookingSince the Arch Vacations, IncTravel Concierge promised a Balcony, The Director of Customer Care at Arch Vacations, Incoffered to book the balcony portion of the cruise at cost at the time of bookingOn May 7, the ***'s contacted Arch Vacations, Incand stated they would like to use the hotel portion of their vacation in Las Vegas, NV at the [redacted] at the end of the cruise tourOn May 11, Arch Vacations, Inccontacted the ***s and other couples to book the hotel selectionThe Arch Vacations, Incbooking agent quoted the additional fees and taxes as outlined in the terms and conditions of the original purchase made on May 1, Ms [redacted] requested the Director of Customer Care call her back to discuss the taxes.On May 18, the Director of Customer Care contacted the ***s to discuss the taxes and ' feesThis call was transferred to and completed by an Arch Vacations, Incbooking agentOn May 27, Ms [redacted] called stating she was expecting another call from the Director of Customer CareOn June 8, 2015, Ms [redacted] called Arch Vacations, Incasking for a breakdown of charges for this booking.On June 10, a Customer Care agent called Ms [redacted] and left a voice mail message stating she would receive a breakdown of these fees by email by week-endArch Vacations, Increceived a call from Ms [redacted] stating she expects a breakdown of charges by Monday, June 15,2015.On June 15, the Director of Customer Care sent an email breaking down the charges for this bookingThe email was sent to each of the couples at: [redacted] , [redacted] , [redacted] A copy of the email is attachedWe therefore request this dispute be closed as Arch Vacations, Inchas provided the requested information

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I would like to address the response from Arch VacationsThe first partOn May 1, Mr [redacted] purchased a bundled vacation package for a cruise, round trip air fare and hotelPlease note: The travel agent was told at that time that we would be going to Alaska and we wanted a balcony room on the shipWe were told we would get one and it was not a problemNo mention of additional feeWe called the agent numerous times to ask about booking and we were told it was too earlyOn February 13, an Arch Vacations booking agent did call to book the cruise part of the tripWe had the [redacted] with us and we conferenced in the [redacted] During the booking process we mentioned the balcony and was told by the booking agent that the balcony was not part of the cruise package and it would be additionalWe let him know that we were promised a balcony and additional money was not mentionedWe did not book that evening and the agent was going to speak to his Supervisor and get back to usOn February 19th we spoke to the Customer Care Director and she said she pulled the telephone tapes and the balcony was mentioned timesShe said that she would book the balcony at cost for us and that together with taxes and port fees we had to pay an additional $ We are now up to $We do not feel that we should have had to pay extra for the balconyIf we were told up front, like we said it up front that would be different but this was not our mistakeAlso we were past the time for cancellationOn May 11th we booked the hotel portion of the vacation and we paid $taxes and I believe that on May 18, we booked the air portion of our package with the booking agent and we all paid an additional $for taxesOur vacation has now cost us $ We requested a breakdown of charges back in February and a few other times I called again on June 8th I never get anyone on the phone except the travel agent who can not help us and our voice messages are never returned from the Customer Care DirectorAgain I requested a breakdown as to where our money wentI called again on June 10th again asking for a breakdown I did not receive a call back until the receptionist called us on the 10th and said we would get it by the end of the weekI called again on Friday and asked the status and it still was not completedI let the receptionist know that if I did not have it by Monday the 15th I would contact the Revdex.comWell they did send it on the 15th but it only went to [redacted] ***Our email and the [redacted] email was on the "breakdown" but not sent to us or the [redacted] (We still have not received it but [redacted] sent me a copy the night of the 15th) Now what was sent was not a breakdown of the charges but a breakdown of what we paidI already knew what we paid I wanted to know where our money went and I responded to the Customer care Director giving her a breakdown of what I knew to be paid.Please note: As of last night the cruise was still not paid offA deposit was sent and the deadline was actually June 28thArch told [redacted] the check was sent and they were given an extension until June 30thIt may have been paid off today I do not knowI do know that they have had all of our money for the couples since May and they have defaulted on the payment.This has been a nightmare for usIt is very frustrating that voice messages are not returned and we can never get answers to the questions we haveEven for the airlineNo one knows which airline we are using only that it was booked The cost of the Cruise was $per couple(The hotel in Vegas for nights was $ I know this because I also booked rooms there for the same week.) I think the airfare is approximately $round trip per coupleWe paid Arch a total of $That leaves $unaccounted forI am only asking for Arch to be fairWe all feel we were overcharged and we should all be getting a refund or a few upgradesI think that would be the fair thing to do.Regards, [redacted] ***

In response to the complaint attached received on June 2, we are filing this responseMr [redacted] purchased from Arch Vacations, Incon November 11, a bundled vacation for a cruise and hotelMr [redacted] also purchased from us at a later date, airfare, transfers and insurance to protect his entire vacation.All of Mr [redacted] 's reservations are in place and are all confirmed for this requested travel datesCopies of all confirmation are attached to this responseMr [redacted] has received copies of all his confirmationsOur customer care department spoke with Mr [redacted] at least three times since May 20, the latest on May 29, to review all of his travel arrangements and confirmationsSince May 29, we submitted emails to Mr [redacted] , answering his questions concerning his travel reservationsCopies of these emails are attached.Mr [redacted] 's complaint is based on when and how Arch Vacations, Incpays their suppliersIt is our response that the relationships that Arch Vacations, Inchas with their respective suppliers is an internal and confidential matterPer contractual agreement, we cannot" disclose our private arrangements.Arch Vacations, Inchas specific contract guidelines with every supplier and has specified payment terms to those vendors which are not offered to the general public and are not the same payment terms offered to general consumers nor are the same payments terms published on travel supplier websitesWe have explained this by telephone to Mr [redacted] .Arch Vacations, Inchas completed and fulfilled each reservation of Mr [redacted] 's travel, copies attached will demonstrate all of these travel components are confirmed and are active in good standing for Mr [redacted] 's upcoming travel plans beginning on June 16, 2015.Attached you will find confirmed reservations for Mr [redacted] 's hotels, transfers, insurance policy, cruise confirmation which states confirmed, and airfare which e-tickets have already been issued to Mr [redacted] These confirmations explain the details of how and when Mr [redacted] 's reservations are made and confirmed.We therefore request this dispute be closed as Mr [redacted] has no basis for a dispute as he in fact has all of this travel plans confirmed and active.Sincerely, [redacted] ***Director of Business Management

In response to complaint [redacted] Arch Vacations, Inchas taken the following actions to satisfy this customer’s requestOn June 3, Ms [redacted] purchased a ‘Getaway” travel collection for adults which included a day, night hotel stay, car rental for days or one activity for adults, round-trip airfare for adultsTax, surcharge and processing fee were not included in the purchase and the terms and conditions of this purchase was signed for by Ms [redacted] on June 14, The terms and conditions included a day money back cancellation periodThe cancellation period expired on June 14, 2014.On October 29, Ms [redacted] called and asked if she could transfer the travel to another person, MrVictor D [redacted] She stated he wanted to use the collection for travel to Australia in January The Customer Care department explained what was included in the collectionWe also explained we would need MsClarke’s request in writing to transfer the ownership of the collectionOn October 30, we emailed Ms [redacted] to inform her we received her fax requesting we change ownership of this purchase to MrVictor D [redacted] On November 11, we sent an email to MsClarkeSince we have not heard from MrD [redacted] , we requested she ask him to call us to speak about his personal information and details for his travelOn November 12, Ms [redacted] called stating no one contacted her from Arch VacationsWe explained we sent her an emailMs [redacted] informed us she would ask MrD [redacted] to call Arch VacationsOn November 16, we received a call from MrD [redacted] requesting information on this travel and that he wanted a one-month stay in AustraliaWe informed MrD [redacted] we would research his request and return his callAfter this date we called MrD [redacted] times at the phone number he provided and there was no answer and no voice mail system to leave a messageOn November 23, we sent another email to Ms [redacted] explaining we cannot reach MrD [redacted] and ask that he call us to discuss his travel requestOn December 1, we sent two emails to MrD [redacted] stating we have tried numerous times to reach himHe was no voice mail and no one answers the phoneWe requested he provide us with a phone number where he can be reachedWe received another message from MrD [redacted] and again called him twice unable to reach him or leave a messageWe sent another email to Ms [redacted] on November 24, asking her to contact MrD [redacted] and provide us with information on how to reach himOn December 2, we sent another email to MrD [redacted] informing him we tried to reach him several times each day by phoneNo one answers and we are unable to leave a messageIn this email we explained the surcharges, fees and taxes to use this collection for an Australian tripWe also informed MrD [redacted] the travel collection Ms [redacted] purchased is for adults and cannot be split as outlined in the terms and conditionsOn December 9, we again sent another email to MrD [redacted] informing him we have made several attempts by phone to reach him and we are unable to leave a voice messageWe asked he contact us or at least leave us a message with a better phone number where he can be reachedOn December 11, we sent another email providing details on how the customer can search themselves in the ‘customer only’ section of our website to view what travel options are available with the travel collection Ms [redacted] purchasedWe have made numerous attempts to satisfy the travel needs for this purchaseSince MrD [redacted] did not take our calls nor responded to our emails, we request this dispute be closed as Arch Vacations, Inchas provided the requested information numerous timesSincerely, Thomas Z [redacted] Executive Vice President, Sales

See attachedAugust 23, Re: Complaint ID# [redacted] Maria S [redacted] Dispute Resolution Department In response to the complaint [redacted] received on August 20, we are filing this responseWe have contacted MsS [redacted] to discuss her concernsUnfortunately, we are unable to reach her at the phone number we have on file [redacted] MsS [redacted] also stated she contacted us several times and no one returned her calls We checked our call logs and cannot locate any messages from her or from the phone number we have on file [redacted] We also sent an email to MsS [redacted] asking her to contact us as we are unable to reach her Perhaps MsS [redacted] does not have the correct telephone number or extension to reach our Customer Care department We ask that she call us at 1-855-200-and press ‘2’ to be connected to the customer care team Our phone options have changed over the past year and perhaps MsS [redacted] is entering an invalid extension Our customer care hours of operation are Monday – Thursday AM to 6PM Pacific TimeFriday from 9:30AM to 2PM Pacific time Our office is closed on Saturday and Sundays Weask that MsS [redacted] please call us as soon as possible Sincerely, Thomas Z [redacted] VicePresident of Sales

In response to the complaint above received on 5/7/we are filing this response.Mr [redacted] purchased from us on November 11, a bundled vacation for a cruise and hotelMr [redacted] also purchased from us at a later date, airfare, transfers and insurance to protect his entire vacation.All of Mr [redacted] 's reservations are in place and are all confirmed for his requested travel datesCopies of all confirmations are attached to this responseMr [redacted] has received copies of all of his confirmations.Mr [redacted] 's complaint is based on when Arch Vacations, Incpays their suppliersIt is our response that the relationships that Arch Vacations, Inchas with their respective suppliers and when payments are due to suppliers of Arch Vacations, Incis of no concern to Mr [redacted] and is an internal confidential matter.Arch Vacations, Inchas specific contract guidelines with every supplier and has specified payment terms to those vendors which are not offered to the general public and are not the same payment terms offered to general consumers.Arch Vacations, Inchas completed and fulfilled each reservation of Mr [redacted] , copies attached will demonstrate all of Mr [redacted] s' travel components are confirmed and are active in good standing for Mr [redacted] s' upcoming travel plans beginning on June 16, 2015.Attached you will find confirmed reservations for Mr [redacted] s' hotels, transfers, insurance policy, cruise which states confirmed, and airfare which e-tickets have already been issued to Mr [redacted] .We therefore request this dispute be closed as Mr [redacted] has no basis for a dispute as he in fact has all of his travel plans confirmed and active

In response to the follow up correspondence received on June 29, we are filing this responseMs [redacted] purchased from Arch Vacations, Incon December 9, bundled vacations for a cruise and hotel.On June 22, Arch Vacations, Inccontacted Mr./Ms [redacted] to discuss their concerns of cruise costs Mr./Ms [redacted] informed Arch Vacations, Incof the cruise price quoted to them directly from [redacted] Date of cruise is November 23, through November 28, on [redacted] Victory sailing from Port of Miami.On June 22, Arch Vacations, Incoffered to match the [redacted] price quoted to Mr./Ms [redacted] and apply any payments made to Arch Vacations, Inctowards this cruiseArch Vacations, Incalso asked Mr./Ms [redacted] to remove their complaint with the Revdex.com since matching and charging them the same price as [redacted] Cruise Lines should resolve their concern.On June 24, Arch Vacations, Inc received and email from Mr./Ms [redacted] accepting our offer to match the [redacted] cruise line priceMr./Ms [redacted] also provided Arch Vacations Incwith all the booking information required to complete the reservationWe therefore request this dispute be closed as Arch Vacations, Incas the [redacted] 's accepted the terms via email as presented by Arch Vacations, Inc.Sincerely, [redacted] ***Director of Business Management

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In response to the response from Arch Vacation, Inc received on June 23, 2015, I am filing this response. I am not satisfied with the resolution they provided. To begin with, they are leaving out a lot of things and lying about others. After all that’s been done and not done on their end, I do not trust them to plan my vacation and am requesting a full refund.I did purchase 3 vacation packages (cruise and hotel stay) from Arch Vacations, Inc on December 9, 2014. The representative at that time ( [redacted] ***) walked us through Arch’s website and told us that this vacation package was a great deal in which we would save money and have them plan our vacation. [redacted] had told us that we would have port fees and taxes on top of the $999 we had already paid per package, but that unless we wanted to purchase a suite, we wouldn’t incur any other overage charges. So we purchased the 3 packages with Arch Vacations, Inc.In January 2015, we paid off the 3 packages.On May 26, 2015, we received an email from [redacted] in response to travel wishes we had submitted in our account on Arch’s website. I responded to [redacted] on this same day and we tentatively set up an appointment on May 29, 2015. On May 27, 2015 I emailed [redacted] again asking questions as to why I’m seeing these overage charges on every cruise on their site. [redacted] responded back to me on that day and I responded back to her another time on that same day, May 27, 2015. On May 29, 2015 no call from Arch was received and no voice mail left on either my husband’s or my phone.I emailed [redacted] on June 2, 2015 and June 4, 2015 asking questions, noting that we did not receive a phone call on May 29, 2015, and asking for a call back from Arch. [redacted] emailed back on June 4, 2015 saying the whole office was unavailable until the following week and an appointment for June 9, 2015 at 7pm central time was set up. No phone call was received on either mine or my husband’s phone on June 9, 2015. I then emailed [redacted] on that date telling her this. I received no response back.On June 10, 2015, I emailed the president of the company via Arch’s website and received an email confirmation saying I will receive a response back within 24 hours. On June 11, 2015, I once again emailed the president via Arch’s website saying that it had been 24 hours and I had not heard a response. I received another emailed confirmation saying that they will get back to me. I then called and left a message on [redacted] ***’s voicemail as well as [redacted] ’s voicemail and received no response.On June 15, 2015, I emailed [redacted] saying that I would really appreciate getting this cruise taken care of and booked. [redacted] then called me on this date and we set up an appointment for June 16, 2015 at 7pm central time. I told [redacted] at this time that I would like to speak to management regarding all the discrepancies of the packages I purchased and [redacted] informed me that management does not deal with customer issues and that they would encourage me to go ahead and file a complaint with the BBB.On June 16, 2015, I did file a complaint with the BBB. On this same date, I received a call from Arch at 7pm and when I got on the phone, I was hung up on. I called back and they told me they would call me back. [redacted] called me back and we discussed the cruise options. I was very upset to learn that I would have to pay $711 more than the $999 I had already paid for the cruise I was interested in. We talked about other cruises and I still would have to pay up to $400 more than the $999 I had already paid per package and these amounts still did not include the port fees and taxes (these were for inside rooms without a window, so nothing special like a suite). I was told something completely different at the time I had purchased these packages. In addition, I had talked to a [redacted] representative regarding the same cruises and Arch’s prices were still $500 more than what [redacted] quoted me for a balcony room! I asked [redacted] to have a supervisor call me and explain these fees to me and we set up that appointment for June 17, 2015 at 12pm central time.On June 17, 2015, I received no phone call at 12pm and so I called ***. He said that Arch’s prices are more expensive than anyone else’s. I told him we never would’ve bought a package with Arch had we been told this and shown this when we purchased the packages. I asked [redacted] for a detailed invoice as to what all the charges go to and [redacted] said that management will call me by June 18, 2015, if not before once they listen to all of the calls I had made to the company. I specifically told [redacted] to have management call my number, not my husbands and I gave him this number. On June 17, 2015, I received a message via [redacted] from Arch saying they are turning my case into their legal department. On this same date, my husband (who was away training in the military) forwarded me a voicemail left on his phone from [redacted] . I immediately called [redacted] back and left a message on her voicemail to have the legal department call MY phone number and I once again gave her that number.On June 18, 2015, I emailed [redacted] the business manager for Arch, explaining my situation, that I contacted the BBB and that I would like a resolution, preferably a refund since I feel as though Arch was very dishonest with presenting the packages and saying there would be no overage fees and then once time to book came, there are hundreds of dollars in overage fees. I also said that my husband is a Veteran of the Army and we belong to the VIFP club with [redacted] and [redacted] had assured us that these discounts would be applied when it came time to book, yet no one was able to provide me with an answer to that.On June 18, 2015, [redacted] once again called and left a voicemail on my husband’s phone and I emailed her back telling her again I specifically asked for them to call my phone. [redacted] then called me and proposed a resolution to me. I emailed her back on June 19, 2015 telling her my husband was expected to return from training that weekend and we would discuss it and asked her to call us back on June 22, 2015. I also asked her to put the resolution they are proposing in writing at this time.My husband and I looked over Arch’s resolution and contacted our [redacted] rep and [redacted] was still offering us a balcony room for the same price as Arch was offering us an ocean view room. On June 22, 2015 my husband emailed Colleen, forwarding the message from [redacted] regarding the balcony room and their pricing and asking why Arch was still more expensive. On June 22, 2015, [redacted] called my husband and said Arch would give the same price for a balcony room that [redacted] was quoting. My husband then said we would be happy with that and that I would email with names and birthdates and we would then set up an appointment to book the cruise.On June 24, 2015, my husband once again emailed [redacted] giving her our [redacted] VIFP number and names and birthdates as well as the names of another couple who was going to use one of our packages and asked her some questions regarding whether the same resolution will be applied to our third package if used at a later date. I had also looked up the CID number for the specific cruise we had been discussing on Arch’s website and noticed that it did not specifically match the cruise that [redacted] had been quoting us about. My husband asked [redacted] to explain and make sure they are the same cruises. In addition, my husband told [redacted] that the BBB had been re-contacted and once we can verify through Carnival’s website that we are booked on the cruise that has been discussed, we will inform the BBB that the complaint has been resolved. We do not trust Arch to follow through with correctly booking our cruise with the whole experience we have had and thus need some kind of verification before we can truthfully say this is resolved.On June 24, 2015, [redacted] emailed back saying that “we will need all of them (complaints) removed within 24 hours in order to move forward with the booking process and the pricing agreed upon.” My husband called and left a voicemail on [redacted] extension once this email was received saying that we will say the complaint is resolved when it’s resolved.I am asking for a full refund of the 3 packages that we purchased in order for this complaint to be resolved. Arch Vacations was dishonest with me from the start and I never would’ve purchased these packages had I known how much more expensive it was going to be. Due to that and to the other complaints and reviews I’ve recently read on the internet, I do not trust Arch Vacations to plan our vacation without any more issues and complications. I have not been provided with appropriate customer service in order to establish a trusting relationship with this company.Regards, [redacted]

Re: Complaint ID [redacted] Arch Vacations has not yet given me the refund that that was supposed to be processed, and that was stated in its response letter mailed to you dated October 6, and signed by Thomas Z [redacted] Executive Vice President, Sales.What further action can I take? [redacted]

Good Evening, I did receive a phone call from Arch Vacations on October 30, Since that call was received, things have gotten worseI have communicated with a customer service representative named Verdees C [redacted] but that has not resulted in any progressAt the end of the very difficult conversation with an extremely rude MsC [redacted] we set up a call for Thursday, November 5th at pm EST to review flight costs that were pertinent to planning my tripAfter ending the initial call, I sent an email to the address [email protected] notifying them of the lack of professionalism of MsC [redacted] and requesting that I be assigned to a different agentI then received a voice mail from MsC [redacted] notifying me that she was the only person that I could speak with and that since I did not want to work with her, she was cancelling our scheduled call for tonightShe also reminded me that I had to book my trip before November 30thShe did not offer any other person to speak with or any other way to receive the information that is necessary to book my trip other than to call 1-855-200-SAIL which I have called repeatedly and not gotten calls back fromAnother concern is that MsC [redacted] notified us that she does no communications via e-mail which is very concerning considering the numerous complaints about trips not being paid for or guaranteedAdditionally, Arch Vacations has claimed that I have been calling the wrong number however, I have been calling the phone number that Thomas Z [redacted] Executive Vice President, Sales included in the Arch Vacations response to my initial complaintThat is the same number that appears on their website and I have been trying to call it for weeks.Thank you, [redacted] ***

WE CONTRACTED WITH ARCH VACATIONS AND PAID ALL FEES AFTER THEY RECEIVED OUR MONEY, THEY COULD NO LONGER BE CONTACTED AND NEVER SENT US CONFIRMATIONS FOR AIR, HOTEL OR CRUISE THIS COMPANY IS A FRAUD AND A SCAM WE LOST THOUSANDS OF DOLLARS AND THEY'RE LAUGHING ALL THE WAY TO THE BANK WITH OUR MONEY

In response to the complaint attached received on June 16, we are filing this responseMr [redacted] purchased from Arch Vacations, Incon May 1, a bundled vacation for a cruise, round trip ,air from selected gateway cities and hotel.On February 13, an Arch Vacations, Incbooking agent called the ***s and other couples to discuss their cruise selectionThe ***'s informed Arch Vacations, Incthat the Travel Concierge who sold them the vacation collection promised a balconyOn February 19, the ***'s contacted Arch Vacations, Incto finalize the cruise bookingSince the Arch Vacations, IncTravel Concierge promised a Balcony, The Director of Customer Care at Arch Vacations, Incoffered to book the balcony portion of the cruise at cost at the time of bookingOn May 7, the ***'s contacted Arch Vacations, Incand stated they would like to use the hotel portion of their vacation in Las Vegas, NV at the [redacted] at the end of the cruise tourOn May 11, Arch Vacations, Inccontacted the ***s and other couples to book the hotel selectionThe Arch Vacations, Incbooking agent quoted the additional fees and taxes as outlined in the terms and conditions of the original purchase made on May 1, Ms [redacted] requested the Director of Customer Care call her back to discuss the taxes.On May 18, the Director of Customer Care contacted the ***s to discuss the taxes and ' feesThis call was transferred to and completed by an Arch Vacations, Incbooking agentOn May 27, Ms [redacted] called stating she was expecting another call from the Director of Customer CareOn June 8, 2015, Ms [redacted] called Arch Vacations, Incasking for a breakdown of charges for this booking.On June 10, a Customer Care agent called Ms [redacted] and left a voice mail message stating she would receive a breakdown of these fees by email by week-endArch Vacations, Increceived a call from Ms [redacted] stating she expects a breakdown of charges by Monday, June 15,2015.On June 15, the Director of Customer Care sent an email breaking down the charges for this bookingThe email was sent to each of the couples at: [redacted] , [redacted] , [redacted] A copy of the email is attachedWe therefore request this dispute be closed as Arch Vacations, Inchas provided the requested information

Dispute Resolution DepartmentIn response to complaint received on August 3, are filing this responseMr [redacted] complaint expressed concerns about receiving confirmations for hotel, cruise and airfare for a tripAll reservations have been confirmed Arch Vacations, Incspoke with Mr [redacted] on August 3, and provided all the details for this trip.We therefore request this dispute be closed as Arch Vacations, Inchas provided the service to MrMartin.Sincerely, [redacted] Executive Vice President, Sales

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedArch Vacations on September 29th, 2015, advised that we would receive an e-mail within to hours describing their reason for non-payment of the vacation and that we would receive a credit to our credit card account within to daysWe never received the e-mail nor did we receive the promised credit Regards, [redacted] ***

In response to the complaint attached received on June 13, we are filing this response. Mr*** purchased from Arch Vacations, Incon July 18, a bundled vacation for a cruise, hotel and airfareA copy of the travel certificate along with the terms and conditions
of this sale is attachedIn addition, Mr*** approved this travel purchase by validating his purchase via a recorded message on July 18, and again by accepting the terms and conditions electronically on July 18, 11:31AM MST.Mr***'s complaint includes a request to cancel his original purchaseThe terms and conditions of his purchase included a 10-day full refund from date of purchaseAt this time, Mr***'s travel purchase is beyond the rescission period. On January 28, Mr*** selected a cruise on the MSC Musica embarking from Venice, Italy for days, nights and disembarking in Venice, Italy.Mr***'s complaint is the additional charges for airfare and hotel for this cruise selectionPer the terms and conditions attached, Venice (VCE) is not listed as a gatewayairportThe terms and conditions state other airport selections are available for an additional chargeIn addition, the terms and conditions clearly indicate any airline taxes and fees are not included and will be charged at time of booking.Mr*** also states the lack of response from executives at Arch Vacations, IncThe company Director of Customer Care has been in touch with Mr*** directly and through voice mail messages several timesPer our call logs, there have been 30+ calls or . attempts notated since Mr*** purchased the vacation collection packageA copy of the call log is attached.The Director of Customer Care left a message with Mr*** on June 12, to discuss his concerns over the additional costs for his cruise selection.The benefit of purchasing an open itinerary vacation collection is the selection of options available to our customersIt is our sincere desire that Mr*** return the Customer Care Director's call to discuss options that may be more acceptable to Mr***He can reach the Director by calling ###-###-#### at extension ***. We therefore request this dispute be closed as Arch Vacations, Incis willing to work with Mr. *** in resolving his concerns

Re: Complaint ID# *** Dispute Resolution Department
In response to complaint ***, Arch Vacations, Inchas been in contact with the customer and provided all travel documentation requiredWe therefore request this dispute be closed as Arch Vacations, Inchas provided the requested informationSincerely, *** *** Executive Vice President, Sales